DATA & CUSTOMER SERVICES MANAGER

Location: Rowley Regis - Hybrid working available (to be discussed at interview)
Hours: Full-time, 40 hours per week
Directorate: Assets and Investments
Contract Type: Permanent
Closing Date: 30th June 2025
Are you a customer-focused leader with a passion for data-driven service improvement? Do you want to make a real difference to people’s lives by ensuring homes are safe, compliant, and well maintained?
Join Black Country Housing Group as our Data & Customer Services Manager, a pivotal role where you’ll lead our service delivery team and drive excellence in customer service, asset data management, and compliance.

ABOUT US:

BCHG is proud to be recognised as a Times top 100 Company in The Midlands. We have over 2,100 homes across the Black Country and Birmingham and a purpose-built Residential Care Home. We support our local communities by offering free services that help individuals with self-achievement and aspiration through our career development, training and employment services.
Founded in 1974, we have grown significantly both in terms of the number of homes we rent and the breadth of other housing related services we now offer. We help thousands of customers every year making a real difference to their lives.
At Black Country Housing Group our values are not just a set of words but are at the heart of the way our organisation works and how our colleagues interact in their day-to-day activities. We are committed to developing and supporting our colleagues and have received Gold recognition from Investors in People. We are proud to be recognised as a Disability Confident Employer and are always reviewing how we can be more inclusive.
At BCHG we are proud to be an inclusive organisation and we are committed to equal opportunity and encouraged applications from candidates regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.”
We are happy to share we have been awarded the Gold Award from the Armed Forces Covenant for our commitment to supporting veterans and their families.
Reasonable adjustments will be made available should you be invited to interview

THE ROLE

Reporting to the Head of Asset Management & Investment, you’ll manage a multidisciplinary team including a Service Delivery Team Leader and Asset Building Surveyor. You will oversee the delivery of responsive and cyclical repairs and maintenance services, while ensuring the integrity of our asset data systems.
You’ll play a key role in integrating and triangulating data from multiple systems (Pimss, Service Connect, Civica CX, and SAVA) to ensure robust planning and accurate investment forecasting.

KEY RESPONSIBILITIES

• Lead and develop the Service Delivery team to deliver outstanding customer service
• Manage and maintain accurate stock condition, compliance, and investment data
• Ensure full regulatory and statutory compliance, particularly in key safety areas (Fire, Gas, Electrical, Legionella, etc.)
• Lead on health & safety practices and compliance reporting
• Monitor performance and budgets, ensuring value for money across all services
• Collaborate across departments and with residents to deliver high-quality outcomes
• Procure and manage contracts, oversee contractor performance, and drive service improvements